Call Centre Customer Service Executive (Voice) – CCM, WSO - GSC

Why join us?

To continuously provide high quality processing service related to CCM to achieve maximum customer satisfaction within the specified Service Level Agreements (SLA’s). Responsible for relationship building and resolving customer queries / issues in a professional manner (where applicable). Other responsibilities dependent on process assigned to. Receives customer calls in a call centre environment. Responsible for relationship building and account management while resolving customer inquiries in a professional manner. Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution. May be responsible for achieving individual sales goals. 

What you’ll do: 

• Receive/make calls from/to customers (internal/ external) in rotational shifts.
• Process customer instructions accurately to achieve agreed quality standards and targets (as amended or notified from time to time) on all the processes worked.
• Act effectively on all customer feedback.
• Proactively escalate to the Line Management any issues / transactions that would impact service delivery or potential loss to the bank.
• Respond to mails/queries related to process timely with a cc to the Line Manager & ensure no Ops Losses (Actual, Potential or Near Misses) are incurred due to the errors made.
• Ensure that the productivity and quality levels are achieved as per the standards sent for the process & proactively identify issues, if any, and escalate & provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.
• Defuse irate customers and resolve challenging inquiries utilising negotiation skills while following guidelines in an effort to satisfy the customer & demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates for defect free implementation.
• To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators & Issues/problems are effectively investigated and resolved or appropriately referred with recommendations.